Contract Details

• Client: FirstTrust Bank (Fortune 1000, 500 employees, $300M revenue, Charlotte, NC).

• Outsourcing Provider: Master1tech, Lahore, Pakistan

• Contract Value: $550K over 15 months (June 2025–August 2026).

• Start Date: June 2025.

• End Date: August 2026, with option for 1-year extension.

• Scope: Develop and maintain an AI/ML-powered chatbot for FirstTrust Bank’s Oracle NetSuite ERP, Salesforce CRM, and online banking platform, including natural language processing (NLP), integration, training, and 24/7 support.

• Service Level Agreements (SLAs):

  • 99.8% chatbot uptime.

  • 85% of customer queries resolved without human intervention.

  • Training for 300 employees within 3 months.

• Compliance: GDPR, PCI DSS, SOC 2.

• Governance: Bi-weekly reviews via Zoom, using Jira for project tracking and Slack for communication.

• Budget Allocation:

  • Chatbot Development: $250K (45%).

  • Integration: $100K (18%).

  • Training: $80K (15%).

  • Support and Maintenance: $80K (15%).

  • Infrastructure (cloud, NLP tools): $40K (7%).

Project Description

FirstTrust Bank, a Fortune 1000 banking firm, outsourced the development of an AI/ML-powered chatbot to Master1tech to enhance customer service across its Oracle NetSuite ERP, Salesforce CRM, and online banking platform, supporting 3,000 daily users. The chatbot will handle inquiries (e.g., account balances, loan applications), provide personalized recommendations, and ensure compliance with banking regulations. The project includes NLP development, system integration, employee training, and ongoing support, aligning with trends of outsourcing AI/ML solutions in banking, as seen with Infosys and American Express [web:4, memory: May 1, 2025].

Tasks Involved

• Chatbot Development:

  • Built an NLP-driven chatbot using Python (Python PCAP) and frameworks like TensorFlow and Dialogflow, enabling 85% query resolution, similar to Universal Tennis’s AI analytics [memory: May 1, 2025].

  • Implemented sentiment analysis and intent recognition to handle complex queries (e.g., fraud alerts), achieving 90% accuracy, akin to ScienceSoft’s AI solutions [web:4].

• Integration:

  • Integrated chatbot with NetSuite ERP, Salesforce CRM, and online banking APIs using Google Cloud Associate Cloud Engineer skills, ensuring real-time data access, comparable to MuleSoft integrations [memory: GreenLeaf Retail API project].

  • Used Tableau Certified Consultant expertise to create dashboards for monitoring chatbot performance, improving oversight by 15%.

• Training:

  • Conducted workshops for 300 employees on chatbot usage and Tableau dashboards, using Pluralsight and custom e-learning modules, achieving 88% proficiency, similar to KnowBe4’s training [web:2].

  • Provided customer-facing training for secure chatbot interactions, ensuring GDPR compliance.

• Support and Maintenance:

  • Delivered 24/7 support with Zendesk Support Administrator skills, resolving 90% of issues within 6 hours, akin to Cyderes’ support model [web:2].

  • Updated NLP models quarterly using Python scripts, maintaining 85% query resolution rate, inspired by UnderDefense’s maintenance [web:1].

IT Skills Required

• AI/ML Development: Python (Python PCAP), TensorFlow, Dialogflow for NLP and chatbot logic [memory: Python PCAP description].

• Data Visualization: Tableau for performance dashboards, Power BI as fallback [memory: Tableau Certified Consultant description].

• Cloud Integration: Google Cloud Platform for hosting and APIs (Google Cloud Associate Cloud Engineer) [memory: Google Cloud description].

• Integration: REST APIs, MuleSoft for NetSuite/Salesforce connectivity.

• Support: Zendesk for helpdesk, ServiceNow for ticketing [memory: Zendesk Support Administrator description].

• Training Delivery: Pluralsight, Articulate 360 for workshops, Zoom for virtual sessions.

• Compliance: Knowledge of GDPR, PCI DSS, SOC 2 standards.

Contract Outcomes

• Cost Savings: 20% reduction in customer service costs by automating 85% of queries, aligning with AI outsourcing benefits [web:15].

• Performance: Supported 3,000 daily users with 99.8% chatbot uptime and 90% query accuracy.

• Compliance: Achieved GDPR, PCI DSS, and SOC 2 compliance, ensuring regulatory adherence.

• User Adoption: Trained 300 employees, with 88% proficiency in chatbot and dashboard usage.

• Reliability: Resolved 90% of issues within 6-hour SLA, enhancing customer experience.